TECHNICAL CUSTOMER SERVICE MANAGER

Summary

Technical professional who isn’t afraid of new challenges. Enjoys working under pressure and understands the big picture. Good social skills together with sense of humor help dealing with different situations in working life. Intercultural communication and traveling bring spices to work.

Accustomed to team working in multicultural and multinational teams but also familiar with independent decisions.

Working initiatively, with determination and by taking others into account. Eager to learn new things and to work with different stakeholders.

Work History

Aug 2008Present

Technical Customer Service Manager

Mondi Group

I have global responsibility for Technical Customer Service of all Mondi Lohja’s products; speciality and release base papers. In this role I have streamlined different TCS functions, e.g. customer claim handling and trial order procedures, KPI definition & follow-up, product portfolio and product management:

Improved claim handling provides better visibility in the different phases in the process and thus makes claim handling faster, follow-up of the corrective actions and their efficiency easier thus ensuring that all necessary actions are taken, processes improved and new claims prevented.

Customer trial order procedure has intensified the application engineering, which ensures that customer receives the right product for their specific application with the shortest possible lead-time – and that feed-back is received in time and new business gets started.

PM1’s whole release liner product portfolio was simplified resulting in less grade changes and thus more cost-efficient production runs.

Other responsibilities:

Supporting & training of sales force, customers as well as mill personnel.

Updating and maintaining of the Technical Sales Manual and product segmentation. Preparing of technical sales material and presentations for sales and customers.

Supporting and leading of R&D projects.

Quality and Claim reporting on the mill and Mondi KP Business segment level.

Mar 2003Aug 2008

Development & Technical Customer Service Manager

Loparex oy

In this role I was responsible for product development and technical customer service of all PM1 products; speciality papers and release liners.

The new PM1 products were qualified in several new applications and new end-uses were identified for the existing products. We were able to increase the total release liner sales, also to more value-added segments.

Responsibility for the technical contacts with the big global hygiene customers (P&G, SCA, J&J, K-C) as well as with small local customers – covering product improvement, qualifications, supporting in customer trials & problem solving, Quality Agreements & audits, etc. Customers rated the service yearly/quarterly and the performance of technical customer service always got the best scores.

Jan 1999Dec 2002

Technical Marketing Manager

UPM / Lohjan Paperi Oy

Responsibility for technical customer service of PM1 siliconized products

Launching of PM1’s new products, planning and implementation of qualifications processes including customer trials, specification reviews, preparation of technical sales material for the products, planning & implementation of product training.